Process Associate

Designation: Process Associate

Experience: 2–3 Years

Shift: US Shifts

Job Type: Full-Time

Job Overview

We are looking for a detail-oriented and customer-focused Process Associate to manage day-to-day business operations, handle customer queries through email and chat, maintain data accuracy, and ensure timely resolution of customer issues. The ideal candidate should have strong written communication skills, good problem-solving abilities, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Handle customer queries and concerns through email and chat in a professional and timely manner.
• Process customer requests and update information accurately across internal systems and databases.
• Maintain data accuracy and ensure proper documentation of customer interactions.
• Identify and resolve customer issues, escalating complex cases to the appropriate teams when required.
• Follow standard operating procedures (SOPs), process guidelines, and quality standards.
• Coordinate with internal teams to ensure smooth workflow and timely issue resolution.
• Meet daily productivity, quality, and turnaround time (TAT) targets.
• Maintain confidentiality of customer information and adhere to company policies.
• Identify process gaps and suggest improvements to enhance operational efficiency.
• Ensure a high level of customer satisfaction through effective communication and support.

Required Skills

• Strong written and verbal communication skills in English.
• Good email and chat handling skills.
• Basic knowledge of MS Office and data management.
• Excellent attention to detail and accuracy.
• Good analytical and problem-solving abilities.
• Ability to multitask and manage time effectively.
• Strong interpersonal skills and a customer-oriented approach.
• Willingness to work in US shifts.

Educational Qualifications

• Bachelor's degree in Arts, Science, or any other eligible discipline.
• Candidates from Arts and Science backgrounds are preferred.
• Engineering and MCA qualifications may be excluded depending on the specific hiring criteria.

Experience Requirements

• 2–3 years of experience in customer support, back-office operations, email and chat support, or business process operations.
• Experience in handling customer requests, maintaining records, and following process guidelines is preferred.
• Knowledge of Order-to-Cash (O2C) operations is an added advantage.

Key Performance Indicators (KPIs)

• Accuracy and quality of work.
• Customer query resolution and response time.
• Productivity and turnaround time.
• Compliance with process guidelines.
• Customer satisfaction and service quality.

Ideal Candidate Profile

The ideal candidate should be proactive, organized, and customer-focused, with the ability to handle multiple tasks, maintain accurate records, and deliver quality results while meeting process deadlines.